Sung Ae (Estella) Kwon
Customer Service Representative
Lavon,TX
Summary
Customer Service Representative with experience in high-volume call center environments, handling inbound customer interactions and resolving complex issues in real time. Skilled in de-escalating concerns, delivering personalized solutions, and navigating multiple systems while maintaining strong performance metrics. Known for a positive, member-focused approach, adaptability in fast-paced environments, and the ability to think critically without relying on scripts. Customer Service Specialist equipped to deliver impactful support and foster client satisfaction. Skilled in problem-solving, conflict resolution, and effective communication. Strong focus on team collaboration and adaptability to changing needs. Reliable, results-driven professional with commitment to enhancing customer experiences.
Overview
11
11
years of professional experience
2017
2017
years of post-secondary education
1
1
Language
Work History
Customer Service Consultant
AT&T
Austin , Texas
09.2021 - Current
- Greeted customers and answered inquiries promptly and professionally.
- Provided accurate information regarding product features, pricing, availability and services.
- Resolved customer complaints in a timely manner with empathy and understanding.
- Processed orders, returns and exchanges efficiently following established procedures.
- Maintained current knowledge of new products, services, promotions and other changes that may affect the customer experience.
- Assisted customers in navigating website for online orders or account management needs.
- Performed troubleshooting steps to identify root cause of technical problems.
- Coached team members on effective communication techniques when dealing with difficult customers.
- Demonstrated strong organizational skills by managing multiple tasks simultaneously under tight deadlines.
- Managed approximately 50 incoming calls, emails and faxes per day from customers
Customer Service Representative
Transamerica Life Insurance Company
Plano, TX
07.2019 - 02.2020
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
- Assessed customer needs and provided solutions to resolve their issues in a timely manner.
- Processed customers' orders over the phone and provided follow-up services to ensure satisfaction with products or services. Handled inbound and outbound calls assisting customers with life insurance, retirement, and annuity products
- Provided accurate account information, policy details, and status updates to policyholders
- Identified customer needs and delivered personalized solutions to ensure a positive experience
- Researched and resolved customer inquiries using multiple systems and internal tools
- Coordinated with internal departments to resolve complex issues efficiently
- Documented all customer interactions and maintained accurate records in CRM systems
- Maintained knowledge of insurance products, policies, and procedures to provide correct information
- Met or exceeded performance metrics including call quality, productivity, and customer satisfaction
- Delivered professional, empathetic service as the primary point of contact (“voice of the company”)
- Worked in a team-based, fast-paced call center environment to achieve service goals
- Took 50-60 Incoming calls
- Worked Overtime
Customer Service Representative
Blue Cross Blue Shield of Texas
Irving, TX
03.2017 - 02.2019
- Managed high-volume inbound and outbound member calls, addressing inquiries related to healthcare services, benefits, and account issues
- Delivered personalized, empathetic support while maintaining efficiency in a fast-paced call center environment
- Navigated multiple systems simultaneously to document interactions and update member accounts accurately
- Adapted quickly to live call environments and evolving workflows during training and production phases
- Maintained quality assurance standards and followed compliance guidelines during all customer interactions
- Conducted market research to identify potential customers and their needs.
- Developed relationships with customers by providing excellent customer service.
- Created presentations and proposals for prospective clients.
- Analyzed data to identify trends in customer behavior and preferences.
- Monitored industry news, developments, and trends related to our products and services.
- Answered customer questions and responded quickly to problems and complaints in person, on phone and by email.
- Maximized market share by working with clients and building relationships.
- Offered coupons and special deals to increase customer spending.
- Negotiated deals and handled complaints or objections.
- Conducted market research to identify selling possibilities and evaluate customer needs.
- Produced sales documents, finalized deals and filed records. Handled a high volume of inbound calls assisting members with benefits, claims, eligibility, and coverage questions
- Explained health insurance plans, deductibles, copays, and claims processes in a clear and easy-to-understand manner
- Resolved member issues by researching accounts and providing accurate, timely solutions
- De-escalated frustrated or confused members using empathy, patience, and strong communication skills
- Navigated multiple systems simultaneously while documenting interactions in CRM platforms
- Assisted providers and members with claims status, prior authorizations, and billing inquiries
- Ensured compliance with HIPAA regulations and confidentiality standards
- Maintained performance metrics including call quality, average handle time, and customer satisfaction
- Followed company guidelines and workflows while adapting to unique customer situations
- Collaborated with internal departments to resolve complex or escalated cases
Insurance Verification Specialist
MacArthur Park Dentistry and its licensors
03.2016 - 04.2018
- Reviewed medical records to ensure accuracy of required information needed for pre-authorization requests.
- Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
- Maintained accurate documentation on all pre-authorization requests, denials and appeals.
- Developed a working knowledge of insurance plans, including Medicare and Medicaid regulations and requirements.
- Performed daily audits of submitted claims to ensure compliance with industry standards and regulations.
- Researched third party payer guidelines related to prior authorizations, coding and billing processes.
- Processed manual claims when necessary due to incorrect or incomplete information from providers or patients.
- Responded promptly to customer inquiries regarding their benefits and eligibility status.
- Evaluated policies and procedures related to Insurance Verification activities.
Restaurant Hostess
Pappas Bros. Steakhouse
Dallas, TX
03.2015 - 08.2016
- Greeted customers and escorted them to their tables.
- Assigned seating arrangements based on customer preferences and restaurant policies.
- Provided menus and answered questions about menu items and specials.
- Managed reservations, waitlists, and special requests for large parties.
- Monitored dining room activity to ensure all guests were receiving optimal service.
- Assisted with setting up banquet rooms for special events.
- Informed kitchen staff of any special orders or dietary restrictions.
- Maintained cleanliness standards in the dining area including wiping down tables and chairs between seatings.
- Ensured that food was served promptly after being prepared by the kitchen staff.
- Provided assistance to servers as needed including refilling beverages and clearing plates from tables.
Education
Associate of Science - AAS in Business
North Lake College
Irving, TXSkills
Complaint handling
CRM software
Inventory tracking
Delivery monitoring
Data entry
Investment product sales
Administrative support
Call center operations
Complaint resolution
Computer proficiency
Customer relations
Critical thinking
Service upselling
Microsoft Office Suite
Active listening
Paperwork processing
Payment processing
Product knowledge
Data collection
Microsoft outlook
Consultative sales
Brand representation
Dispute resolution
- Inbound Call Handling
- Customer Problem Resolution
- De-escalation & Conflict Management
- Active Listening & Communication
- Multitasking & System Navigation
- CRM Systems (Salesforce, etc)
- Performance Metrics (QA, KPIs)
- Adaptability in Fast-Paced Environments
- Critical Thinking & Problem Solving
References
References available upon request.
Education and Training
other
Languages
4
Timeline
Customer Service Consultant
AT&T
09.2021 - Current
Customer Service Representative
Transamerica Life Insurance Company
07.2019 - 02.2020
Customer Service Representative
Blue Cross Blue Shield of Texas
03.2017 - 02.2019
Insurance Verification Specialist
MacArthur Park Dentistry and its licensors
03.2016 - 04.2018
Restaurant Hostess
Pappas Bros. Steakhouse
03.2015 - 08.2016
Associate of Science - AAS in Business
North Lake College